This article lists the errors you can see in the new Log tab view of a sequence, what each one means and how to fix it.
💡 This feature is currently available in beta. To use it, enable beta in your account settings.
To learn how the Log tab works and how to filter it, see our article on Sequence logs.
How errors are shown
Errors appear in the Errors & Issues category:
- red errors stop sending from an email account or LinkedIn account. They come with a button that takes you to the fix: Reconnect account, Open email accounts, Edit account limits or Refresh LinkedIn cookie;
- errors tagged No action needed don't have a fix button. Some of them still need a change from you, described in the tables below.
The messages below show the start of the text you'll see in the log. Logs are kept for 30 days.
Email account connection
These errors mean Reply can't send from an email account. Go to Settings → Email accounts, fix the problem and reconnect the account.
| Message in the log | What it means | What to do |
|---|---|---|
| Email account is disconnected. Reason: Authentication unsuccessful, SmtpClientAuthentication is disabled for the Tenant | Your Microsoft 365 admin has turned off SMTP authentication for your organization. | Ask your Microsoft 365 admin to turn on SMTP authentication for the mailbox, then reconnect it. |
| Email account is disconnected. Reason: Please log in via your web browser and then try again | Google blocked the sign-in. | Sign in to the mailbox in your browser, then reconnect it in Reply. |
| Email account is disconnected. Reason: Username and Password not accepted | The password is wrong or has changed. | Update the password in the email account settings. For Gmail, use an app password. |
| Email account is disconnected. Reason: Authentication failed | Reply couldn't sign in to a mailbox connected with Single Click. | Reconnect the account with Single Click. |
| Email account is disconnected. Reason: Unable to handle google-access-token | Reply can't use the Google sign-in for this mailbox. | Reconnect the account. |
| Email account is disconnected. Reason: Incorrect SMTP port in your email account settings | The SMTP port is wrong. | Correct the SMTP port in the email account settings. |
| Email account is disconnected. Reason: An error occurred while attempting to establish an SSL or TLS connection | The encryption setting doesn't match the SMTP port. | Check the SMTP port and the SSL or TLS setting. The message suggests the settings to try. |
| Email account is disconnected. Reason: A connection attempt failed because the connected party did not properly respond | The mail server didn't answer. | Check the SMTP host and port. |
| Email account is disconnected. Reason: An existing connection was forcibly closed by the remote host | The mail server closed the connection. | Check the server settings and reconnect the account. |
| Planning paused - awaiting successful detection | Reply hasn't been able to read the inbox of the sequence's email accounts in the last 8 hours, so it doesn't plan new emails yet. | Planning restarts by itself once Reply reads the inbox again. If the message keeps coming back, reconnect the account. |
| We detected the connection issue with... | The sign-in for a Gmail or Outlook account has expired. | Click Reconnect next to the account on the Email accounts page. See how to reconnect a mailbox with an expired connection. |
| Email account has stopped sending. Reason: Failed to process message due to a permanent exception... You need both email address same | The address you send from isn't the mailbox you signed in with. | Use the same email address for signing in and for sending. |
| Email account has stopped sending. Reason: The from address does not match a verified Sender Identity | SendGrid doesn't accept the sending address because it isn't verified there. | Verify the sending address in your SendGrid account. |
Limits
| Message in the log | What it means | What to do |
|---|---|---|
| Daily limit per email account reached | The email account has sent its daily number of emails. | Nothing, sending continues the next day. To send more, click Edit account limits. See Existing limits in Reply. |
| Daily email sending limit per sequence reached | The sequence has sent its daily number of emails. | Nothing, sending continues the next day. You can change the limit in the sequence settings. |
| Processing error occurred: Maximum number of active (unique) contacts per month is reached | Your plan's monthly limit of active contacts is used up. | See Existing limits in Reply. |
| Email server daily sending quota limit exceeded | Your email provider's own 24-hour sending limit is reached. | Lower the email account's daily limit in Reply so it stays under your provider's limit. |
| Sending paused: Your ... has been blocked by your email provider | Gmail or Office 365 blocked sending from the account. | Sending resumes automatically in 24 hours. See Auto-stop sequences if an email account gets blocked. |
| The sequence has reached 8% bounce rate | Too many emails bounced, so the first step is paused until the next day. Follow-ups keep sending. | Validate your contacts before you add more. See Bounce rate threshold handling. |
Sending and contacts
| Message in the log | What it means | What to do |
|---|---|---|
| Email sending failed | The email provider rejected the email. The Reason line under the message shows the provider's own text. | Click Show details to read the full reason. |
| Failed to send manual email to... | An email from a manual email step wasn't sent. | Check that the email account is connected, then try again. |
| Connection timed out | The mail server didn't answer in time. This is usually temporary. | If it keeps happening, contact our support team. |
| Recepient mail server temporarily rejected message | The recipient's mail server refused the email for now. This is usually temporary. | If it keeps happening, contact our support team. |
| During processing ... contact was marked as invalid | The recipient's mail server doesn't accept this address, so Reply marked the email as invalid. | Check the address. We recommend validating your contacts before you launch a sequence. |
| Sequence schedule is not valid | The sequence's schedule has no time when emails can be sent. | Check the schedule. |
| Error occurred: no email account connected to sequence | The sequence was started without an email account. | Add an email account to the sequence. |
| Error occurred: no contacts listed in the sequence | The sequence was started without contacts. | Add contacts to the sequence. |
| Sequence step contains an invalid meeting URL | A meeting link in an email step no longer works. The contacts are set to Inactive. | Reconnect your calendar in Settings → Meetings, then set the contacts' status to Active. |
| Message in the log | What it means | What to do |
|---|---|---|
| Linkedin Cookie is invalid | Reply has lost access to the LinkedIn account. | Click Refresh LinkedIn cookie. See how to reconnect your LinkedIn account. |
| ... daily limit is reached | The LinkedIn account has reached its daily limit for this action. | Nothing, the steps continue the next day. See LinkedIn safety limits. |
| Invitation not sent to ... 0 personalized invitations remaining for this month | The LinkedIn account has used up this month's connection requests with a note. | Send connection requests without a note, or wait until next month. |
| Invitation not sent to ... Message length exceeds the limit specified by your LinkedIn subscription | The note is longer than your LinkedIn plan allows. | Shorten the note. |
| Message is too long; step skipped by prospect | The message is too long for LinkedIn once the variables are filled in. | Shorten the message. |
| InMail message is too long / InMail message subject is too long | The InMail text or subject is over LinkedIn's limit. | Shorten the text or subject. |
| ... step couldn't be executed without Sales Navigator subscription | InMail steps need a Sales Navigator subscription. | See InMail messages. |
| InMail step for ... couldn't be executed because Sales Navigator Onboarding is not completed | You haven't finished the first-time setup in Sales Navigator. | Open Sales Navigator in LinkedIn and finish the setup. |
| Sales Navigator is disconnected | The LinkedIn account used for InMail lost its Sales Navigator connection. | Reconnect the LinkedIn account. |
| InMail credits are used up | The LinkedIn account has no InMail credits left. | Wait until the credits renew, or turn on the toggle in Sequence Settings that skips the InMail step automatically. |
| We got some issues with LinkedIn Sales Navigator URL | Reply couldn't open the contact's Sales Navigator link. | Check the contact's link, or contact our support team. |
| We got some issues with InMail step execution | The InMail couldn't be sent. | Contact our support team. |
| Contact ... has disabled the ability to follow their profile | The contact's privacy settings don't allow follows. | No action needed. |
See also Common LinkedIn sequence errors.
SMS
| Message in the log | What it means | What to do |
|---|---|---|
| SMS planning cancelled. Insufficient funds | Your balance is too low to send SMS. | Add funds to your balance. See Pricing for Cloud Calls and SMS. |
| One or multiple contacts were marked as Missing data due to invalid phone number | Some phone numbers didn't pass validation. | Correct the phone numbers. See Phone number validation before sending auto SMS. |
Read more about sequence errors: